When Consumers Complain

Arthur Best is professor of law at New York Law School.

• Part I. Introduction 1. The Universe of Consumer Troubles Part II. Obstacles in the Consumer Complaint Process 2. Perceiving Problems 3. Voicing Complaints 4. How Business Says No 5. Shortcomings of Third-Party Complaint Handlers 6. Surveying Consumer Troubles and Obstacles to Redress Part III. Prospects for Improvement 7. Consumer Initiatives for Improving Treatment of Complaints: At the Buyer-Seller Stage and Beyond 8. Mediation 9. Arbitration 10. Courts for Consumer Cases 11. Lower Cost Legal Service Part IV. Conclusion 12. Product and Service Reliability: A Goal for Consumer Protection Appendix Notes Index

This will come to be known as the best book on consumer complaint handling... it is suitable for the classroom and for consumer and interest groups; it should stimulate further research and provide direction for policymaking in the area. Journal of Consumer Affairs